Technical Support Specialist

hace 4 semanas

Medellín, Antioquia, Colombia Genius Sports Group A tiempo completo

About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Genius Sports Group. As a key member of our technical team, you will be responsible for providing advanced technical assistance and training to our end-users, data partners, and First Line Support team members.

Main Responsibilities

  • Provide support for technical inquiries related to our sports technology systems.
  • Review data feed integration inquiries and work closely with relevant teams to resolve issues.
  • Respond to complex technical questions and issues that require advanced troubleshooting skills.
  • Provide technical training to First Line team members to improve software and hardware troubleshooting techniques.
  • Ensure all inquiries are logged and properly summarized with issue and resolution steps.
  • Adhere to technical metrics and relevant SLAs.
  • Escalate issues as appropriate and work with the development team to address issues within SLAs.
  • Create, implement, and maintain process and knowledge management documents across relevant systems.
  • Collaborate with data partners to ensure optimal connectivity to our data feeds.
  • Work with internal stakeholders on new feature requests or bug fixes, including identifying requirements and pre/post deployment testing.
  • Provide on-site assistance for special events as required.

Required Skills

  • Previous first or second line helpdesk experience troubleshooting software, hardware, network, or API issues.
  • Exceptional understanding of Windows OS, LAN/WAN connectivity, applications, and hardware.
  • Working knowledge of US sports, including football, basketball, ice hockey, soccer, volleyball, and baseball.
  • Advanced troubleshooting and critical thinking skills to identify root cause, workarounds, and proper resolution.
  • Flexibility to work in shifts covering daytime, evenings, weekends, and holidays as needed.
  • Energetic, supportive, and collaborative team-oriented.
  • Strong client-facing and communication skills in English.
  • Basic system monitoring experience.
  • High level of time management skills, organizing capabilities, and attention to detail.
  • Working knowledge of APIs.
  • Basic understanding of scripting, particularly PowerShell.

Desirable Skills

  • Experience with Graphite and Graylog monitoring tools.
  • Experience with ServiceNow or Freshdesk.
  • Exposure to Atlassian tools.
  • Understanding of data structure, functionality, and design.

Required Experience

  • A high school diploma with technical training.
  • 2+ years of prior Technical Support experience.

Desired Experience

  • BS degree in Information Technology, Computer Science, or equivalent.

What's in it for you?

As a member of our team, you will enjoy a competitive salary and annual leave allowance, as well as a range of benefits, including health insurance, skills training, and social events throughout the year.

How we work

We have adapted a forward-thinking 'Ways of Working' framework, which sets out opportunities for our team members to work flexibly, remotely, and on working holidays. We empower our employees to stretch the boundaries of what's achievable, collaborate, innovate, and celebrate our successes.

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